Supervisor - Trust and Safety Operations

Overview

Lead and develop a team of Fraud & Safety Review specialists within Frontline Operations, responsible for quality, timeliness and service targets on fraud and safety case review.

What you'll do

• Lead and develop a team of Fraud & Safety Review specialists, holding the team accountable for quality, timeliness, and service goals while championing their growth and overall team engagement.
• Adapt the team's plan and make day-to-day decisions on case handling, escalation and coverage as volume, case mix or resourcing shifts.
• Coach and develop specialists through regular 1:1s and case reviews, manage performance against targets, and model the values and belonging behaviours that make the team people stay.
• Use judgment and operational data to resolve the technical, customer and operational problems your team raises, and recommend process and tooling improvements.
• Take process, tooling and workflow changes as an input from the broader fraud and safety strategy and land them with your team, and hand off cases that need executive escalation or new precedent to the appropriate senior stakeholder.
• Watch team operational metrics, report trends and risks in your remit to leadership, and anticipate resourcing needs.

What you'll need

• 8+ years in Fraud & Safety, Risk, Trust or related operations.
• 4+ years leading or supervising a team in a high-volume, time-sensitive case-review environment.
• Proven ability to hold a team of specialists to consistent quality, accuracy and productivity targets, using operational data to see where performance is moving and act on it.
• Working knowledge of fraud and safety typologies, and how workflow, precedent and policy interact on escalated cases.
• People leadership at the scope named above: led a team of specialists whose decisions carried real consequence, coaching a diverse group of talent and setting team priorities and performance targets.
• Sound operational judgment when the answer is not clear: assess the situation, decide with the information you have, and adapt the plan rather than waiting for direction.
• Clear, direct communicator able to make operational and case reasoning legible to specialists, cross-functional partners, and leadership.

Nice to have

• Experience in a marketplace, travel or platform fraud and safety environment.
• Experience building SOPs, playbooks and enablement that scaled beyond one team.

Details

• Location: Bangalore, India.
• Annual base pay range: ₹1,610,000 to ₹2,110,000 INR, inclusive of allowances, subject to change. May be eligible for bonus or incentives, equity programs, benefits, and Employee Travel Credits.